Flexible East Coast Basement Finishing

A Misunderstanding Could Have Derailed Sarah’s East Coast Basement Remodel, But We Were Determined Not To Let It

Overcoming Potential Project Setbacks Is Just Par For The Course At Lux Renovations

Even the smoothest East Coast basement finishing process can encounter hiccups every now and then. The trick is managing these mishaps effectively so the project still produces its anticipated results.

That’s always been our approach at Owens Corning Basement Finishing by Lux Renovations, and it always will be. We’re dedicated to taking the steps needed to ensure you love your newly remodeled spaces.

It was in this spirit that we worked with homeowner Sarah K.

A miscommunication over flooring choices led us to order an option that Sarah wasn’t expecting. This meant that a reorder was required.

Sarah was expecting to pay the full cost of the fees associated with this reorder. But we wanted to do what we could to ease the financial blow. So, we split the cost instead and went on to produce final results that thrilled her and her family.

Sarah’s Basement Finishing Gets Off To A Great Start

Sarah wanted to redo the underused spaces in her home’s basement. So, like many East Coast homeowners over the years, she contacted the proven specialists at Lux. After a consultation with one of our reps, she signed on and scheduled a start time for her project.

Sarah was impressed with us from the very beginning. That’s true for several reasons.

For starters, we were able to begin the work a month earlier than expected. And once the project got underway, we proceeded with our typical focus on quality and efficiency.

What’s more, we kept her updated throughout the process. Any questions she asked were promptly answered. And any required adjustments were thoroughly discussed and pre-approved.

“The materials are great, it looks great, they were done very quickly, and were even able to start a month ahead of schedule. They were very accommodating and made sure to address all of our concerns and adjustments before they were done.”

A Flooring Mishap Hits The Basement Remodel

Flooring installation is a common step on our East Coast basement projects. Every homeowner has a range of options to choose from.

This means that you can make selections that fit your particular wants and needs.

We discuss flooring options during each project’s design phase. This allows us to get your order started on a workable timeline. We then install your new flooring in the remodel’s latter stages.

Normally, we complete this process without a hitch. However, we occasionally run into a significant problem. So it was when we prepared for flooring installation in Sarah’s basement.

The Wrong Product Arrives At The Worksite

When Sarah saw the flooring we planned to install, she told us immediately. It wasn’t the right product. We checked our records and didn’t see anything amiss, but she was sure she’d ordered something else.

This kind of miscommunication is a delicate issue on any project.

If it’s not handled well, it can lead to plenty of bruised feelings. It can also leave our valued customers feeling misled and underserved.

At Lux, we’re committed to avoiding such an unfortunate scenario. As much as possible, we make accommodations that work in our customers’ favor. With this in mind, we proposed a solution to Sarah.

“There was a miscommunication about which flooring to use, but they re-ordered the right one and cut the restock fee in half as a courtesy to us, which was appreciated.”

Finding A Workable Solution For Her Basement Project

A flooring reorder was essential. There was no way around this if Sarah and her family were going to have the basement they truly wanted. The question was how to work out the financial details of the restock fee.

This kind of fee is commonly imposed when products that have already been ordered are returned for a refund. Its purpose is to compensate for the effort required to re-inventory those products.

We didn’t want Sarah to pay the entire restock cost herself.

That just didn’t seem like the appropriate response to a genuine misunderstanding. So, we decided to cut the fee in half.

Sarah greatly appreciated this courtesy. And she was just as appreciative of the overall results of her basement finishing project. For our part, we were happy to resolve the situation amicably and do right by our customer.

“Thank you for the wonderful new addition to our house! It gives us great peace of mind to know that it will withstand time and our kid.”

— Sarah K.

Adaptable Solutions For Basement Finishing Problems

Want this kind of flexible, customer-friendly approach on your upcoming basement project? Contact Owens Corning Basement Finishing by Lux Renovations today for your free quote. With our help, you can overcome any obstacle on the way to premium remodeling results.